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Report software errors

If you encounter software errors, you can send the error information to the Esri Development Team. When the application closes in an unexpected way, an error report file (.dmp) may be generated on your hard drive and a message prompts you to send the report to Esri. You should submit the report every time a software error occurs to assist the Esri Development Team with identifying your issue and, when possible, fixing it. Optionally, you can choose to include your email address and a description of what you were doing when the error occurred.

The report lists the parts of the software you used immediately prior to the problem, sometimes pinpointing where the error occurred to the exact line in the code. It also includes detailed information that often enables Esri developers to fix problems that cannot be easily reproduced—for example, when a memory leak consumes available system resources, a hardware limitation is reached, or you use third-party extensions not designed for your product. The report provides insight into how developers can better engineer the software to avoid these errors in the future.

The report is sent through a web service by default, but if you do not have an Internet connection at the time, you can send an email with the error report file (.dmp) to ArcGISErrorReport@esri.com. The ten most recent reports that have occurred on your system are saved to the application data location on your local hard drive, commonly C:\Users\<User Name>\AppData\Local\ESRI\ErrorReports.

If you have reproducible steps for your problem, you can contact Esri Support or your international distributor to log a bug. Your issue can then be tracked and you can receive feedback to learn exactly when your issue is fixed.

Note:

All error reports are treated as confidential to Esri, and their usage is covered by the Esri Privacy Policy.

What happens when you submit an error report

After you send the report, it is initially reviewed by an automated process to determine if it has enough usable information in it and, if so, whether there is an existing report with the same issue. If there are no existing reports of the problem, a new record is created automatically in the Esri bug tracking system. If there is a previous record, the running tally of errors is incremented to indicate another one has occurred and the new error report is saved.

Esri engineers then review the bug system to identify and resolve the software errors. Error reports are typically addressed in software updates, but sometimes a fix must wait until a major release because it is deep-rooted. Sometimes Esri developers cannot fix the problem because the error report does not contain enough information or the report points to a location other than the cause of the error. To reduce the likelihood of these kinds of issues, make sure that any add-ins or custom utilities you have installed are compatible with your ArcGIS release. For example, a script that is designed for an older product may cause instability if you attempt to use it in a newer ArcGIS release. You should also check that your video card driver is updated to the most current version. It works best if you obtain the driver directly from the hardware manufacturer, rather than from Windows. In addition, save your work regularly to minimize loss.

Although there is a space for you to enter your email address when you submit the report, Esri engineers normally do not contact you, so you should not anticipate a response when you submit the form. However, in cases where an Esriengineer is highly confident in the cause of the error, you may receive an automated email recommending that you update your software to a newer version where the cause of the issue was addressed. As a general practice, you should stay up to date with the most current release of the software to get performance improvements and bug fixes.

Send usage data

When you install your software, you have the option to participate in the Esri User Experience Improvement Program. As you use the software, data is collected about which tools you use and the items you click on the user interface as well as hardware and operating system information. No personal information is recorded.

This information helps Esri developers understand how you are using and accessing the software, and develop ways to make your interaction and navigation with the application easier in the future. The usage information is periodically uploaded to a web service if you have an Internet connection, or you can send an email with the data to ArcGISErrorReport@esri.com.

Error report administration

Administrators can edit the local machine registry to customize how error reports are generated. To configure error reporting, create or modify the registry keys in HKCU\Software\ESRI\Settings\ErrorReports. See the tables below for a list of the available registry keys and what happens with various combinations of settings.

Available registry settings

SettingTypeDescription

EnableErrorReport

DWORD

If set to 0, error reporting is disabled. You will see a dialog box letting you know that an error has occurred.

ShowErrorDialog

DWORD

If set to 0, no dialog box is shown.

EmailAddress

String

The email address that appears in the dialog box.

YourEmailAddress

String

The email address that will be sent to the web service.

EnableWebService

DWORD

If set to 1, send the error reports to the web service.

CacheSize

DWORD

The number of error reports to save on your disk.

Available registry settings

Registry settings and the resulting error report action

EnableErrorReportShowErrorDialogEnableWebServiceAction

1

1

1

Message asking if you want to send the error report to Esri; the error report is saved to your local disk.

1

1

0

Message asking if you want to save the error report and send an email to Esri; the error report is saved to your local disk.

1

0

0

No dialog box is shown. The error report is saved to your local disk.

1

0

1

No dialog box is shown and the error report is automatically sent to Esri. The error report is saved to your local disk.

0

Any

Any

Message telling you a serious error has occurred. The error report is saved to your local disk.

Actions with various registry keys